PAF reversal Mandate checks
Mandatory Check for agents
What is PAF: When a partner does a no show and system identifies partner is at fault then he is penalized for the cancellation which is counted as a PAF
PAF challenge: In instances where a partner is marked with PAF due to system limitations, but subsequent validation confirms that the request was cancelled/rescheduled due to a customer-related reason and the partner was not at fault, then PAF may be formally challenged by the agent through the submission of a PAF Reversal Form only when validation confirms. Most importantly, agents are required to follow mandatory checks outlined below to establish conclusion that the partner was not at fault.
Mandatory Check for agents
Check 1: Listen the customer and Partner recording and chat details. Refer Customer request id>>Call/chat details
Check 2: Check creation time, booking notified time, booking accepted time and Booking time (BT)
Check 3: Cancelled/rescheduled details (Booking time, cancellation time, cancelled by)
Visit Provider Profile>>Logs>> Cancellation Logs>> Search for RequestID (CTRL+F)>> Refer the 2nd column cancelled/rescheduled details (If Automated is mentioned then consider it is done by Partner)
Check 4- Partner Location Reach Status:
Important: Req canceled/rescheduled within Bt+30 mins
If booking, got canceled /rescheduled before Bt+30 mins then we will always call the customer for further validation irrespective of partner arrival at location.
Req canceled/rescheduled post Bt+30 mins
Check 4.a When booking is Cancelled/rescheduled and partner confirms that he/she has left the location, To validate if the Partner was at location or not, agent will listen the CX_PX communication. If there is no CX_PX communication on reach status, then agent will follow the Partner VOC, either he reached at location in BT+30 mins or after Bt+30 mins.
Check 4.b If it is clear from above checks that partner agrees that he was not at location within BT+30 no form will be filled. Agent will inform partner that he/she is at fault.
Check 4.c If Partner VOC say that he was at location within BT+30 mins then agent will call the customer and will ask if partner reached at location within BT+30 min.
-->If Customer agrees that he/she was at location, then agent will probe further for the actual reason of cancellation. If the request was cancelled due to customer reason, then form will be filled
-->And if customer says partner did not reach the location within BT+30min then no form will be filled. Agent will inform partner that he/she is at fault.
Check 4.d: When booking is cancelled/rescheduled and partner confirms that he/she is at location, to validate if the partner is at location or not, agent need to refer below
Refer>> Request_Customer_info>> scroll down to select track location
If the partner is at location, then agent will call customer
-->If Customer agrees that he/she was at location, then agent will probe further for the actual reason of cancellation. If the request was cancelled due to customer reason, then form will be filled
-->And if customer says partner did not reach the location within BT+30min then no form will be filled. Agent will inform partner that he/she is at fault.
Important 2. Customer had requested the service at a different time (other than the original booking time) and the partner had agreed to it, then calling the customer may be necessary to validate the case.
Important 3:
Customer Calling process to Follow: If the agent has attempted 2 calls to customer and customer is not reachable/answering, the agent should park the case for the next 3 hours. After this period agent will make 2 more attempt and the customer either confirms the partner was not at fault or remains CNR then we will inform the partner that paf cannot reverse.
Check 5: Verify the details of old/new request id if created
Check 6: Check the escalation ticket (Partner/customer helpline ticket; Tns ticket, Noshow/No response ticket)- Notes and chat details if any mentioned
Check 7: if required, also visit Urban company website, enter the customer location and search for the SKUs booked (For incorrect package scenarios)
Check 8: If all checks conclude that partner is not at fault, agent will check the High Disintermediation Superset table before filling the reversal form.
Tagging: 2.2_profile-_profile_related_escalation>> PAF reversal-Personal reasons
2. When partner has requested customer to deliver service at different time other than BT and customer agrees, but later on this booking got cancelled/reschedule by either customer or partner, then we will consider that time change request by partner is primary reason for cancellation, partner will be marked with PAF and no reversal challenge will be raised. AND If customer has requested partner to deliver service at different time other than BT and partner agrees, but later on this booking got cancelled/rescheduled by customer anytime, agent will follow the customer calling for confirmation and if it is validated then agent need to challenge the PAF and fill the FORM
Process to Park/Close the ticket:
A. When agent validates that partner is not at fault: Agent will challenge the PAF by filling PAF reversal form and park the ticket for 4 hours and wait for the remarks in the response sheet. When remark is received, inform the partner and close the ticket
Tagging: 2.2_profile-_profile_related_escalation>>PAF reversal l1/l2/PPM/PSP
(Note: - If PAF team rejects the challenge then close the ticket with tag PAF reversal-Personal reasons)
B. When mandatory check suggests that partner is at fault then communicate the partner's fault very clearly and close the ticket
Tagging: 2.2_profile-_profile_related_escalation>> PAF reversal-Personal reasons
Rechallenge:
If the PAF team rejects the reversal challenge, but the agent believes the rejection reason is not valid—whether due to additional validation, strong evidence, or the partner is adamant —the agent must first discuss the case with their respective TL/QA. Upon TL/QA’s approval, the agent should escalate the matter by raising it on Slack and tagging, Shraddha Mishra([email protected]) for further review and also add remarks in PAF Reversal Form (Column X "Rechallenge remark")